Date ranges and trends
Widget dashboards currently filter by date only. Choose today, the last 7, 14, or 30 days, or a custom range of up to 90 days. Every widget query is limited to 90 days. The trend compares the current range with the previous range of equal length. Its direction shows whether the value increased or decreased.When values appear
Most ticket-level facts are calculated asynchronously after a ticket moves to Resolved or Closed, so they can take a short time to appear. Reopening the ticket clears those facts. They are recalculated from the ticket history after the next resolution. Some metrics are calculated live when the widget runs.Handling, response, and resolution time
Average handle time (AHT)
AHT estimates how much time agents actively spend handling tickets. It averages the measured time for each distinct agent-ticket pair, so two agents working on one ticket contribute two separate observations. For example, an agent may work on a delayed ecommerce order, update the ticket or assignment, add an internal note, and send the customer a delivery update. Those recorded actions qualify the work episode. Opening or reading the ticket, typing without sending, or clicking around does not qualify time on its own. A reply or email qualifies only after it is successfully sent, delivered, or read. Only one ticket timer runs per person and workspace, even across multiple tabs. After 30 minutes without activity, the timer stops and the next activity starts a new work episode.First response time (FRT)
FRT is the median business-hours wait from the latest customer message to the first human response. Auto-replies, AI messages, workflow messages, and internal notes do not count as a human response. If AI replies before the first human, the ticket is omitted from FRT.Resolution time
Resolution time is the median wall-clock time from ticket creation to resolution or close.Average resolution time (ART)
ART is the arithmetic mean wall-clock time from ticket creation to resolution or close. It shows the effect of unusually long or short resolution times more strongly than the median.Active resolution time
Active resolution time is the median business-hours time from ticket creation to resolution or close, excluding periods when the ticket is waiting on the customer.Business hours
FRT and active resolution time use your organization’s weekly schedule, special days, and timezone. If no business hours are configured, they use a 24/7 schedule. Resolution time and ART use wall-clock time.Support metrics
AI impact
Time and money saved are estimates, not measured payroll savings. Automation rate measures
AI’s share of work, not the share of tickets that included AI.
Chatarmin CX divides all tracked AI actions by all tracked AI and human actions in the
selected period. By default, tracked impact actions are customer replies plus integration
and MCP actions. Actions from agents marked exclude from analytics (for example CSAT
survey agents) are omitted from both the AI and human sides of the rate.
CSAT
CSAT uses survey scores from 1 to 5. The score is the mean of submitted responses. Response rate is responded ÷ sent. CSAT widgets attribute survey throughput to the period when the survey was sent.Agent leaderboard
The leaderboard can compare own and helped resolutions, median response and resolution times, AI drafts, CSAT, and message activity where the viewer has permission.- Own resolution: the resolving agent was also the assignee.
- Helped resolution: the resolving agent was different from the assignee.
- Answered: unique tickets the agent replied to at least once in the selected period (counts once even with multiple replies; still-open tickets are included). Available in the table and in Over time / Compare.
Chart modes
The agent performance chart defaults to Over time. Switch in the chart header:- Over time (default): each visible agent as a series for the selected metric across the date range (hourly for short ranges, daily or weekly for longer). Any leaderboard metric can be plotted. Use Show for volume metrics (Total / Per day / Per hour), same as the table.
- Compare: rank agents by one metric (Y), or plot two metrics on a quadrant with X and Y selectors. Volume Show applies here too.